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Using Freshservice Pro Plan.

We have a nice chart showing each hour of the day and how many tickets were created at each time.

But how can we create a report that simply shows tickets created outside our service hours?

Yes, we manually add them up from the chart referenced above, but we want a separate report that does this math for us. For example, all tickets created M-F, before 06:00 and after 19:00 and at any hour on the weekends?

Hi.

What we have done for this is creating a workflow with which, for tickets created outside of Calendar Hours, it will check a hidden checkbox in the ticket.

Then, we group by such field in Analytics.

You could group by Hours of the day AND WorkOutCheckbox and you will have exactly what you are needing.

 

Regards.

Thank you. How would we go back and tag existing tickets? At first glance it does not look like Supervisor Rule will work.

Thank you. How would we go back and tag existing tickets? At first glance it does not look like Supervisor Rule will work.

Actually yes; with supervisor rules we tagged our previous tickets, but it will work only up to certain amount of days back, 30 if I recall correctly, maybe 60. You can double check with support if the accurate value is needed.

But if you indeed need to tall ALL your existing tickets, then you would need to do some API calls with a external tool, like Make or Postman.

 

Best,

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